Customer Success Manager

Company Description

Jitterbit is a leading data, application, and process workflow automation solution. Rooted in iPaaS and fueled by an ambitious vision, we integrate critical business processes to deliver the experiences and insights needed by enterprises of all sizes to accelerate their digital journey and future proof their business. Simply put, we power people to perform their best.

Jitterbit empowers business transformation by automating critical business processes for faster, more informed decision-making. Jitterbit is the only provider to seamlessly combine and simplify the power of integration, APIM, and no-code app creation to amplify the value of your tech stack and speed up your digital journey. Organizations worldwide rely on Jitterbit’s experience and expertise to help them save time and money, while creating exceptional experiences, now and into the future.

Job Description

As a Customer Success Manager, Mid-Market, your priority focus will be delivering value to your customers during the entire duration of the partnership, helping customers identify and realize positive business outcomes with Jitterbit that results in retaining and expanding the account

You will be assigned to work with customers within our Mid-Market and SMB segments. Working with a high-volume of customers, you’ll be an expert at managing multiple stakeholders and priorities. You will be accountable for the overall success of your assigned customers throughout their entire journey with Jitterbit. You will work closely with a Manager of Implementations, who will be responsible for the outcomes of the implementation phase of your customers' journey.

You will remain actively engaged during the implementation phase, ensuring that any risks or issues raised by the Professional Services team or the Project Management Office are mitigated promptly. The implementation phase comprises the successful accomplishment of onboarding, feature implementation, and legacy-system retirement milestones. You will become the trusted advisor who will empower our customers to sign up for additional Jitterbit resources and solutions. You will seek out opportunities to upgrade our existing customers and work closely with the Revenue team to convert Customer Success Qualified Leads into expansion opportunities and create successful renewal and retention strategies.

Duties and Responsibilities:

Stakeholder Management

• Build and maintain long-lasting customer relationships to retain and expand accounts.

• Present to stakeholders at all levels, including end users and C-suite executives.

• Serve as the key escalation point for customer concerns

• Collaborate with internal teams (Product, Sales, and Support) to address customer needs and improve offerings.

Customer Success and Product Adoption

• Use the Customer Success Platform to automate tasks and customer interactions where appropriate.

• Manage a high-volume, fast-paced book of business with an organized approach.

• Guide customers through the Jitterbit Customer Journey, from onboarding to proficient, value-driven use of the platform.

• Drive product adoption for post-implementation stage customers, ensuring maximum value.

Commercial Responsibility and Account Growth

• Drive customer loyalty by proactively seeking advocacy opportunities and managing NPS, CES and CSAT metrics.

• Identify expansion opportunities and develop tailored account plans to help customers achieve measurable outcomes and ROI.

• Identify at-risk accounts early and develop strategies to mitigate churn.

Duties and Responsibilities: Internal Collaboration and Process Improvement

• Align internal stakeholders and team members to help customers realize quantifiable business value from Jitterbit.

• Work with team members and other departments to continually improve our offerings, address data trends, and optimize customer processes.

• Maintain accurate customer records for assigned accounts in Salesforce.

• Contribute to achieving department goals and OKRs

Knowledge, Skills, and Abilities (KSAs)

• Proven Customer Success management background with a minimum of 3 years of experience in the SaaS industry.

• Innovative problem solver with a demonstrated ability to navigate ambiguity and coordinate cross-functional teams to deliver successful outcomes for complex customer challenges.

• Highly organized individual who can work at pace with many projects at once.

• Track record of high achievement in Customer Success roles, including positive expansion and retention metrics.

• Natural rapport builder and effective communicator with a passion for driving positive changes and providing excellent service delivery to customers.

• Strong prioritization skills to balance internal projects and act as an escalation point for team and customer concerns.

• Ability to work well with internal teams, balancing team and customer success with company needs and opportunities.

Qualifications

Qualifications:

Required Education and Experience

• Minimum of 3 years of experience in Customer Success management within the SaaS industry.

• Proven experience managing customers across Mid-market and SMB segments.

• Demonstrated success in the achievement of departmental goals.

Preferred Education and Experience

• Familiarity with Jitterbit’s offerings and customer base.

• Advanced training or certifications in Customer Success or related fields.

Travel

• Occasional travel may be required to meet with customers or attend company events.

#LI-AK1

Additional Information

What You’ll Get:

• Work for a growing leader within the Integration Platform as a Service (iPaaS) tech space
• Join a mission-driven company that is transforming the industry by changing the way customers use API creation within business-critical processes.
• Career development and mentorship
• A flexible, remote-friendly company with personality and heart

The base salary range for this position is 60,000– 75,000 CAD . The actual base pay offered will depend on the successful candidate’s geographic location, as well as their relevant skills, experience, and the internal leveling determined during the interview process. In addition to base salary, this role is eligible for  Benefits.

Jitterbit is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.